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Setting Up Smart Answer for International Deployment
When setting up Smart Answer in a multilingual environment, the first thing you should do is determine whether to create a multilingual KB or a monolingual KB. A multilingual KB has all languages defined in one KB separated at a top-level node by language. A monolingual KB only supports one language. A multilingual KB gives your agents access to all categories for all languages; however, Smart Answer will only auto suggest or auto respond with categories in the identified language of the incoming email. A monolingual KB will only support one language, so if your deployment requires multiple languages, you will need to create one KB for each language. Note that Smart Answer only supports one KB per Smart Answer Manager server component per Siebel Server, so if you want to deploy multiple monolingual KBs, you would need to put them on multiple Smart Answer Manager Server Components, which would reside on multiple Siebel Servers.
NOTE: Before you begin, make sure you have read the section on hierarchical KBs in the Banter Workbench User's Guide located in Siebel eBusiness Third-Party Bookshelf.
The overview that follows will discuss creating a multilingual KB file as well as creating a monolingual KB file. The steps for both are described in greater detail in the Banter Workbench User's Guide.
- Create a monolingual KB file. See the Banter Workbench User's Guide for information on building a knowledge base. When you use the Create, Analyze, and Learn Wizard, you must specify a language of your KB file. You specify the specific language of the KB file you are creating, and then a KB will be created for that specific language only.
- Create a multilingual KB file.
- Create a hierarchical KB file as instructed in the Banter Workbench User's Guide, where each language becomes the top branch node of your hierarchical KB, with the categories as the leaf-level nodes of your hierarchy.
- Set a rule for each of the top branch level language nodes to direct Smart Answer to the categories under each language node when a text of that specific language is detected. For instructions, see the Banter Workbench User's Guide.
- When you run the Create, Analyze, and Learn Wizard, you create the KB using the existing structure you created in the previous steps, and then you specify the language of your KB file to be Multilingual.
NOTE: In order to support multilingual or monolingual KB files for languages with double-byte characters (of which Smart Answer only supports Japanese), make sure to install the Workbench Unicode version when prompted during Workbench Installation. Additionally, there is a sample Multilingual project as part of the Workbench installation. To see this sample project, open the project entitled "Multilingual" to see how a multilingual KB structure and corpus looks.